Hastings Premier car policy

Transcription

1 Car insurance Hastings Premier car policy A guide to your cover and how to make a claim Car Insurance

2 Important numbers To report an incident or make a claim call us on: Or from outside the UK call: (24 hours a day, 365 days a year) If you need to send us more information about your claim (such as photos of the damage) you can or write to us: motorclaims@hastingsdirect.com Address: Claims department, Hastings Direct, Conquest House, Collington Avenue, Bexhill-on-Sea TN39 3LW Got questions? You can read our FAQs and view your policy documents in MyAccount: Log in or register here: Chat to our customer services team: Webchat: Call: Opening hours: Monday to Friday 8am 9pm Saturday 9am 5.30pm, Sunday 10am 5pm What is a Defaqto Star Rating? Defaqto are an independent financial research company whose Star Ratings show the quality and comprehensiveness of the features and benefits of financial products. Find out more at: Car Insurance This insurance is not available in the Isle of Man or the Channel Islands. Hastings Insurance Services Ltd, trading as Hastings Direct, is authorised and regulated by the Financial Conduct Authority (register number ) Registered in England and Wales, Registered Office: Conquest House, Collington Avenue, Bexhill-on-Sea, East Sussex TN39 3LW.

3 Contents Things you need to know Claims service 2 Information about your contracts for insurance 4 Caring for our customers 5 Consumer Insurance 6 (Disclosure and Representation) Act 2012 Who can speak to us about your policy 6 Keeping your policy up to date 7 Hastings Direct s terms and conditions Whose products do we offer? 9 Who regulates us? 9 Ownership and close links 9 What is the insurance intermediary 10 service we provide you with? What you have to pay for our services 10 Client money and instalments 12 Introducer arrangements 12 Renewing your policy 13 Automatic renewal 13 After renewal 14 Your privacy and security 14 Motor insurance policy Your policy summary 16 Policy cover 1. Damage to your car 24 (except that caused by fire or theft) 2. Damage or loss by fire or theft Liability to third parties Personal accident Territorial limits and using 34 your car abroad 6. Medical expenses Personal belongings Glass damage No-claim discount Child seat cover Overnight accommodation or 37 onward transport following a claim General exceptions 38 General conditions 40 Cancellation 43 Endorsements 45 Important guidelines when 48 travelling abroad Your motor legal expenses and breakdown cover policy wording Motor Legal Expenses 50 Hastings Direct Motor Breakdown 65 Information about your policy documents 21 Contract of insurance 21 Guide to cover 22 Meaning of words 23 1

4 Claims service We hope that you are never unfortunate enough to have an accident or loss, however we also know that these things happen and that the true value of your car insurance lies in the service you receive at this difficult time. You should notify us of any accident or loss within 24 hours of the occurrence. By notifying us as soon as possible, your insurer can settle your claim quicker, and if your car is repairable, arrange for one of their nominated repairers to be notified as soon as possible. Furthermore quickly notifying us of the incident means that the details are fresh in your mind and can help your insurer lessen the cost involved in dealing with your claim, helping them to keep their prices as low as possible. What to do If you have an accident remember STOP: S T O P Stop at the scene of the accident, never admit blame or offer to pay for damage, and tell us if anyone else does. Telephone us on , even if you do not want to make a claim. Obtain the name, address, telephone number and vehicle registration of the other drivers and give yours in return. Try and get details of any witnesses. Police. Call the Police if there has been an injury or if any driver does not stop at the scene or give their details. If you become aware of any insurance related incident, you must tell us, even if you don t want to make a claim. Need to make a claim? Simply call our friendly team on: If you need to report an incident from outside of the UK, please call us on: Remember to save this number in your mobile phone (if you have one) so you will have it available if an incident occurs. Our claims helpline is open 24 hours a day, 365 days a year and is a first response service with operators who can confirm whether your policy covers you for the incident. When you call us, we will ask you some questions about the circumstances of the incident, we will then transfer you to your insurer s claims department who will take the next steps. If the only damage is to the windscreen or windows in your car, please call the glassline shown on your certificate of motor insurance and on your schedule. This line is open 24 hours a day 365 days a year. 2

5 What number to call in the event of a claim for Legal Expenses or for Breakdown: Claims for Motor Legal Expenses: Accident related claims: Motor Prosecution Defence: Claims for Breakdown cover within the UK: within Europe: Repair Service for an accident when using your insurer s nominated repairer: Remember that by using your insurer s nominated repairer, you will benefit from a number of things, including a guarantee for your repairs, and authorisation and payment direct to the repairer. All you need to do is pay your excess. You are of course permitted to use your own repairer, however you will not be entitled to the benefits shown in the table below and will need to submit repair estimates to your insurer for authorisation, which may delay the progress of your claim. Repairs If the damage to your car is covered under your policy and can be repaired, then your insurer will arrange for one of its nominated repairers to contact you. Authorisation You do not need to get any estimates and your repairs can begin as soon as your insurer has authorised them. Delivery When the work is complete, the repairer will contact you to arrange a convenient time to deliver your car back to you. Payment Your insurer will pay the bill. All you need to do is pay any policy excess to the repairer before the car is delivered back to you. If your car is a total loss (a write off), your insurer will ask you to send in your original documents (for example V5C and MOT certificate). Remember to clear your car of personal belongings. Points you need to know about the courtesy car service: The service is only available for the duration of your repairs, if you use one of your insurer s nominated repairers for repairs to your car following damage covered under Sections 1 and 2 of your policy. A courtesy car is not available if your car is stolen or is considered to be a total loss The courtesy car will usually be a Group A vehicle, such as a Ford Ka. 3

6 Points you need to know about the courtesy car service (continued) The courtesy car will be automatically insured by this policy, subject to underwriting terms and conditions, at no additional cost, and normal policy terms will apply. You will be responsible for the courtesy car, including any fines for parking, motor offences and fixed penalties and any congestion or toll charges incurred. The courtesy car service is provided by the insurer s nominated repairer. You can find out who your insurer is by looking at your statement of insurance, your schedule or your certificate of motor insurance. Remember, if you have purchased substitute vehicle cover as an optional additional product, you will be able to make a claim for a hire car in the event of your car being declared a total loss following an accident that was your fault, fire or attempted theft. Your statement of price will show if you have purchased this cover, and full details of the policy can be found in your optional additional products booklet. Information about your contracts of insurance You will enter into two separate contracts when you take out an insurance policy through us. The first contract is with us for arranging and administering your insurance policy, on your behalf, and we shall charge you arrangement and administration fees for providing our services. Our terms and conditions are set out in this document. The second contract is with the insurer noted on your certificate of motor insurance and your policy schedule, for providing your insurance and they shall charge you a separate premium inclusive of insurance premium tax. Their terms and conditions are set out in this document and your statement of insurance, certificate of motor insurance and schedule. The new business arrangement and administration fees and insurer premium will form the cost of the insurance. The amounts paid in respect of the cover you hold are found in your statement of price. If you make any changes to your policy, additional costs may be incurred. Please note that when we are arranging your insurance or making any adjustments to it, we are acting on your behalf as your agent. When dealing with claims for Advantage Insurance Company Limited we are acting as the agent for the insurer. All other claims will be dealt with by the insurer concerned. 4

7 Caring for our customers We want to provide you with a high level of customer service, if you re not happy about something please tell us. customerrelations@hastingsdirect.com Call: Customer relations department, Hastings Direct, Conquest House, Collington Avenue, Bexhill-On-Sea TN39 3LW If you need to make a complaint, we ll make every effort to resolve it as quickly as possible. If your complaint requires further investigation, we ll send you a written acknowledgement, typically within five working days. We ll provide you with a final response, usually within four weeks, or explain our position and provide timescales for responding. If dealing with your complaint fully takes longer than four weeks we ll keep you fully informed of the position until we re able to provide you with a final response. Financial Ombudsman Service If we can t give you a final response within eight weeks of the initial date of your complaint, or if you re not satisfied with our response, you can refer the dispute to the Financial Ombudsman within six months of receiving our final response letter. Their contact details are: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London E14 9SR Tel: or (from mobiles or non BT lines) complaint.info@financial-ombudsman.org.uk Opening hours: Monday Friday 8am 8pm, Saturday 9am 1pm If your insurance is at Lloyd s, then in the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Policyholder and Market Assistance team at Lloyd s. Their address is: Policyholder & Market Assistance, Market Services, Lloyd s, One Lime Street, London EC3M 7HA. Tel No: Fax No: complaints@lloyds.com Details of Lloyd s complaints procedures are set out in a leaflet Your Complaint How We Can Help available at and are also available from the above address. Nothing in this process will affect your rights of law. 5

8 Financial Services Compensation Scheme (FSCS) While we re not covered by the FSCS because we re a broker, all the Insurers whose products we offer are covered by the FSCS. This means that if the Insurer cannot meet its liabilities, for example because it goes out of business, you may be entitled to compensation from the Financial Services Compensation Scheme. For car insurance, cover is for 100% of the claim without any upper limit. You can get more information from the Financial Services Compensation Scheme at or by calling Consumer Insurance (Disclosure and Representation) Act 2012 Under the Consumer Insurance (Disclosure and Representation) Act 2012, you have a duty to take reasonable care to answer all questions as fully and as accurately as possible. If you volunteer information which is over and above that requested, you must do so honestly and carefully. You should check your statement of insurance to ensure that all facts given are correct. It is an offence to make any false statement or withhold any information for the purpose of obtaining a certificate of motor insurance. Failure to answer all questions fully and accurately could invalidate your insurance cover and could result in all or part of a claim not being paid. Who can speak to us about your policy Arrears Payment Changes to your policy Renewal Cancellation Policyholder Yes Yes Yes Yes Spouse/partner/ nominated person* Yes Yes Yes No Direct Debit Payers Yes Yes Yes No *At the request of many of our customers, and to make managing your insurance more convenient for you, we re happy to deal with your spouse or partner, who calls us on your behalf, provided they re named on the policy, regarding payment, changes or renewals. If you would like to change this arrangement, or nominate someone else (such as a named person on the policy, friend or other family member), or would prefer us to deal only with you, please or call us to let us know. 6

9 Keeping your policy up to date The terms of your policy and premium are based on the information you have given us. If any of this information changes you should tell us by calling our customer service department. Below are some examples of what you should tell us. Please note these lists are not exhaustive and you should contact us if you are unsure about whether you need to inform us of a change. Any changes to your policy will be subject to your insurer s agreement and may not be acceptable, therefore please contact us for guidance on changes you wish to make. If a change to your policy is acceptable it may result in revised terms and/or a change in the premium. Any changes to your policy will also be subjected to our administration fee, please see page 11 for details. Please tell us immediately if: You or any insured drivers are involved in an accident, no matter how trivial and regardless of blame; or You change your address or you or any insured drivers change occupations; or Your or any insured driver s driving licence is revoked either temporarily or permanently, or the status of the driving licence has changed, e.g. if you or any insured driver has passed their driving test. Please tell us about the following beforehand: If you intend to change your car. If you intend to change what you use your vehicle for. If you want to include other drivers. If you intend to alter your car from the manufacturer's standard specification. Alterations include optional extras and any changes to bodywork; these include but are not limited to: - Changes to the bodywork, such as spoilers or body kits. - Changes to suspension or brakes. - Cosmetic changes such as alloy wheels. - Changes affecting performance such as changes to the engine management system or exhaust system. - Changes to the audio/entertainment system. Please be aware that this is not a full list of all possible changes. All changes made from the manufacturer s standard specification must be disclosed. This policy does not cover any non standard parts (modifications). Manufacturer s optional extras are only covered if they have been declared and your insurer has agreed to arrange cover for them. If you make a claim for loss or damage to your car, your insurer will only pay the cost of replacing parts needed for your car to meet the manufacturer s standard specification. Failure to notify us of a modification may result in your policy being cancelled or treated as if it never existed, or in your claim being rejected or not fully paid. 7

10 Please tell us about the following when you renew your policy: Should there have been any changes to the insurance details of you or any other person named as a driver under this policy. Such changes to insurance details include, but are not limited to: Any information listed on the previous page, that should be advised immediately or beforehand. Any accidents, claims, losses or damages to any vehicle, whether or not a claim was made and regardless of blame. This includes all types of claims, damages or accidents such as fire, theft or glass damage (windscreen or window). Any prosecutions or motoring convictions that you or any insured drivers have received during the year, or any pending prosecutions, motoring convictions or fixed penalty notices or licence endorsements. Any medical or physical condition or disability, for you or any insured drivers, that is notifiable to the Driver and Vehicle Licensing Agency (DVLA)/Driver & Vehicle Agency Northern Ireland (DVANI) which has not been notified to and accepted by the DVLA/DVANI. Any non-motoring convictions for all drivers that are not considered spent. A spent conviction is one which, under the terms of the Rehabilitation of Offenders Act 1974, can be effectively ignored after a specified amount of time. If however you have received a prison sentence of more than four years, your conviction will never become spent. Failure to notify any required changes and to take reasonable care to ensure that any information supplied is provided honestly, fully and correctly may result in your policy being cancelled or treated as if it never existed, or in your claim being rejected or not fully paid. Renewal terms will be offered based on the information you provided as shown on the statement of renewal. Please check the accuracy of this information and if any details are incorrect you should tell us by calling our renewals team on (from mobile or non BT Lines). 8

11 Hastings Direct s terms and conditions Whose products do we offer? We can arrange the following products on your behalf with a range of insurers. You can find a list of the insurers we deal with on our website. For each optional additional product we only use a single provider, details of which are provided in our optional additional products policy wording. Who regulates us? Hastings Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA). Our FCA registered number is You can check our registration on the FCA s register by visiting their website or by contacting the FCA on Our permitted business is arranging, dealing as agent and assisting in the administration of non - investment insurance contracts. Ownerships and close links Hastings Insurance Services Limited is wholly owned, via intermediate holding companies, by Hastings Insurance Group Limited (registered in Jersey number ) ( HIG ) which, in turn is ultimately owned, via intermediate holding companies, by Hastings Group Holdings plc (registered in England, number ), being the group parent company. If we have arranged your insurance with Advantage Insurance Company Limited, we should inform you that we are both part of the same group of entities. Advantage Insurance Company Limited is wholly owned by Advantage Global Holdings Limited ( AGH ) which, in turn is ultimately owned via intermediate holding companies, by Hastings Group Holdings plc (registered in England, number ), being the group parent company. Where your insurer is Advantage Insurance Company Limited, when dealing with claims we are acting as agent of the Insurer and we also hold claims monies as their agent. 9

12 What is the insurance intermediary service we provide you with? We will provide you with sufficient information to enable you to make an informed decision on your purchase. As we will not make any recommendation please consider all information carefully to ensure the product(s) meet your requirements before you decide to proceed. Our service includes arranging your insurance cover on your behalf with insurers to meet your requirements, and helping you with any ongoing changes you have to make, such as amendments to the cover, use and property insured. We will also arrange the cancellation of your policy and arrange cover with an alternative insurer if your requirement to amend your policy is not acceptable to your original insurers. Additionally we will arrange optional additional covers such as legal protection and breakdown where these meet your needs. We will also arrange the renewal of your insurance. On behalf of your insurer, we will accept your first notification of an incident or claim, after which the details will be passed to your insurer. What you have to pay for our services We make charges for administering your insurance, these are listed on the table overleaf. Your insurer may charge a premium for any changes you make to your policy and will charge a premium for the time you have been on cover should you decide to cancel your policy. These premiums will be in addition to our fees, which are for our services only. 10

13 Each fee is non-refundable and is payable at the time of the transaction to which it relates Service Policy arrangement & administration Arranging your new policy Call centre arrangement (in addition to the arranging your new policy fee) Arranging your policy at renewal Postal delivery of documents 5.00 Amendments to your policy made by you All other amendments not listed below Change of registration number Add/amend an accident or convictions 0 Amend vehicle security 0 Amend day time/overnight parking 0 Amend mileage 0 Amend occupation 0 Amend name/marital status 0 Correct an error by one of our advisers 0 Amendment to your policy made by our business administration team As part of our new business process our business administration team will check your information and may have to make amendments to your policy to correct the information we hold. Any amendments made as a result of these checks will result in payment of our administration fee. *Cancellation - for full details of your right to cancel please see pages Cancellation (if you take up alternative cover from Hastings Direct) 0 Cancellation (within 14 days) Cancellation (after 14 days) Duplicate documentation Sent via or fax 0 Resent by post due to not being received within 6 weeks of the start of the policy 0 Sent via post 5.00 Failed payments Cheque/Direct debit Method of payment charge Payments by debit card 0% Payments by credit card 0% Administration fee for third party referral following a failed payment 25 If we give a discount on our fees and/or the insurer's premium at the inception of your policy, and the policy is subsequently cancelled we shall be entitled to reduce the amount of any refund to enable us to reclaim the unused portion of the discount. Fee 11

14 Client money and instalments All money received by us in respect of insurance premiums is held on behalf of the relevant insurer so that you have no risk in the unlikely event of our bankruptcy. The total price of your insurance is shown in your documents including insurance premium tax where applicable. For legal purposes, we are required to inform you of the possibility that other taxes or costs may exist that are not paid through or imposed by us, however, we are not aware of the existence of any other taxes or costs currently payable. When dealing with any amendments or alterations to your policy, we will not collect or refund any amounts under 1. Please note that any interest earned by us and any investment returns on any segregated designated investments will be retained by us. We use a third party to collect and store card details in accordance with industry standards. We will use the card details stored on our behalf to collect payment for mid-term changes, defaulted instalments including the associated fee, balances following cancellation and for the renewal of your policy. We will inform you in advance of doing so. In the event of you receiving an overpayment, we will attempt to recover our funds using the debit/credit card stored on our behalf. If payment is initially made by debit/credit card any refund will be made to the same card in accordance with the terms and conditions of the card issuer. All other refunds will be made by cheque. We are unable to give cash refunds. If you pay using our Direct Debit facility for any adjustments to your premium over the term of your loan, we have the right to ask for part or full payment of any additional amount. Any return of premium will be used to reduce your loan amount. If you fail to pay us any money you owe to us on the date due and we instruct a third party to collect this amount, you agree to pay our administration fee of 25. If you do not pay for your insurance, you must show these details to the person who paid on your behalf. Introducer arrangements A third party may have introduced you to us and for this the introducer may be paid a fee by us. 12

15 Renewing your policy At least 21 days before your policy end date we ll send you a notice of renewal letting you know that your policy is due to expire. In most cases, this notice will include an offer to renew for another year. To help you make an informed decision, any offer made will include any changes to the policy terms and an offer price. In a small number of cases, your insurer may not make you an offer to renew your policy. If this happens, we will search our panel of insurers to try and find an alternative insurer for you. If we re able to find an alternative insurer, we ll include their offer in your notice of renewal. Likewise, we ll tell you if we re unable to find you an insurer. If you re intending to accept a renewal offer, you must take reasonable care to ensure that your information contained in the policy is correct. This includes, but is not limited to, informing us of any accidents, whether or not a claim was made, or any prosecutions or motoring convictions. Failure to notify us of any required changes may result in your policy being cancelled or treated as if it never existed, or in your claim being rejected or not fully paid. If anything is not correct, or you need to inform us of any changes to your policy, please contact our customer services team on (from mobile or non BT Lines). Each renewal of the policy represents a new contract of insurance. You will enter into a new contract of insurance with your insurer commencing on the cover start date shown on your renewal schedule. Automatic renewal We automatically renew most policies. This means that, unless you tell us otherwise, your new insurance cover will start on your renewal date. If we intend to automatically renew your policy we ll tell you on your notice of renewal. In a small number of cases, we won t automatically renew your policy. We ll tell you on your notice of renewal if this is the case. Some of the reasons why we may not automatically renew your policy include: 1) You have previously told us you don't want to automatically renew your policy. 2) Our panel of insurers won t insure you for another year. 3) You ve an outstanding debt on your current policy. If you don't want to renew your policy, or wish to opt out of the automatic renewal process, please let us know before your renewal date. You can contact our customer services team on (from mobile or non BT Lines). 13

16 After renewal You have a right to cancel your policy at any time. For full details of your right to cancel please see pages If you pay for your policy by instalments, we ll continue to collect your premium on a monthly basis, using the same accounts details you gave to us the previous policy year. If you pay for your policy by credit/debit card, we ll collect the renewal premium on the renewal date from the last card details you gave us. Your privacy and security Your privacy is important to us and we go to great lengths to protect it. Our privacy notice will tell you everything you need to know about the personal data we, our Insurers and ancillary product providers hold about you, in order to be able to provide you with a quote or insurance policy. It explains how we, our Insurers and ancillary product providers may collect, use and share your details and tells you your rights under data protection laws. You ll find our privacy notice at but if you d prefer a paper copy, please speak to our customer relations team. Their details are on the inside back page of this policy document. If you have any questions about our privacy notice, including any requests to exercise your legal rights under data protection laws, please contact our data protection team. When contacting us, please include your full name, policy number, address and date of birth and send to: Data Protection Team Hastings Insurance Services Limited, Conquest House, Collington Avenue, Bexhill-on-Sea TN39 3LW dataprotection@hastingsdirect.com 14

17 Motor insurance policy 15

18 Your policy Guide to cover This summary lists some key points but does not describe all the terms and conditions of your policy, so please take time to read the rest of this booklet to make sure you understand the cover it provides. When reviewing your policy it should be read in conjunction with your policy schedule and certificate of motor insurance. Reporting claims: To report a new claim for accident, fire or theft please call To report a new claim for accident, fire or theft from outside of the UK please call If the only damage is to the windscreen or windows in your car, please call the glassline shown on your certificate of motor insurance and on your schedule. This line is open 24 hours a day 365 days a year. 16

19 The features and benefits that apply to your policy are shown below - please refer to the column that matches the level of cover you selected (details of which can be found on your statement of insurance and policy schedule). Policy features & benefits Comprehensive Policy cover Third party fire & theft Third party only Section 1 Damage to your car (except that caused by fire & theft) up to its market value. Covered Not covered Not covered Section 2 Damage or loss by fire or theft up to its market value. Covered Covered Not covered Section 3 Section 4 Section 5 Legal liability for damage to other people s property up to 20m (or 25m in total, including all costs). Third party only cover, whilst you are driving another car not hired, owned, or lent to you, where this is shown on your certificate of motor insurance. Personal accident, for you, spouse or civil partner, up to 5000 for death or loss of sight or limb (above the ankle or wrist). Benefit not applicable for claimants over the age of 75. The same level of cover applicable to this policy for up to 90 consecutive days within the countries listed. Covered Covered Covered Covered Not covered Not covered Covered Covered Covered Section 6 Medical expenses up to 500 for each injured person. Covered Not covered Not covered Section 7 Personal belongings up to 300 for personal belongings in your car, that are lost or damaged by accident or fire or theft. Covered Not covered Not covered Section 8 Damage to your car's windscreen and windows. Covered Not covered Not covered Section 10 Section 11 Replacement of a child's car seat or booster seat, provided a claim for loss or damage to your car is made under sections 1 or 2 of this policy. Up to 50 per person, to a maximum of 250 for one of the following in the event you are unable to continue your journey as a result of loss or damage to your car under sections 1 or 2 of this policy: Travelling expenses for occupants of the insured car towards reaching your destination; or One night s hotel accommodation on the day of the accident or loss for the occupants of the insured car where the loss of use necessitates an unplanned overnight stop. Covered Covered Not covered Covered Not covered Not covered 17

20 Significant policy exclusions and limitations For full details please refer to sections 1 and 2 and the general exceptions section of this booklet. Sections 1 & 2 and general exceptions. Excludes injury, loss or damage when your car is driven by someone who is not a permitted driver. Cover is excluded in respect of loss of the use of your car, wear and tear, loss of value, loss by deception or repossession by the rightful owner. Excludes any loss or damage caused by a member of your immediate family, or a person living in your home taking your car without permission unless you report the person to the Police for taking your car without your permission and assist the Police in a prosecution. Loss of or damage to your car while; (a) the ignition keys have been left in or on your car or; (b) your car has been left unattended with the engine running. Cover may not be provided for malicious damage, theft or attempted theft if you have stated that your car will be garaged and the incident occurs when your vehicle is not garaged but is within the vicinity of your declared garaging address. The first 295 of a claim when your car is being driven by or in the charge of any person who is under 21, or the first 195 of a claim when your car is being driven by or in the charge of any person who is aged 21 to 24, or anyone who has not held a full UK or EU/EEC driving licence for at least one year. These amounts are in addition to the excesses shown on your schedule. Cover is not provided if you or any person entitled to drive on your policy is convicted of an offence involving drink or drugs, or was driving when under the influence of drink or drugs, when the accident happened. Loss or damage to your car caused by an inappropriate type or grade of fuel being used. 18

21 Cancellation rights For full details, please see the cancellation section on pages of this booklet. Your right to change your mind You have the right to cancel this policy within 14 days of taking it out or renewing it (or within 14 days of receiving the policy documents or renewal schedule, if later), without giving a reason. Unless you have made a claim under the policy, you will receive a refund of premium paid, after the deduction of our fees and any insurer s premium for the period you have been insured. In these circumstances, the effective date of cancellation will be the date that you serve notice of your wish to cancel. Cancellation Rights We and your insurer both have the right to cancel your policy at any time by giving you 7 days notice in writing. We or your insurer will send a cancellation letter to the latest address we have for you and will set out the reason for cancellation in the letter. Neither we nor your insurer will ever cancel your policy without a valid reason for doing so. We may also cancel this policy without giving you notice and without refunding your premium if you: Do not keep to the terms and conditions of this policy in any significant way. Make or try to make a fraudulent claim under this policy or where we reasonably suspect fraud. Fail to cooperate with our or your insurer s representatives, use threatening or abusive behaviour or language, or intimidation or bullying of our or your insurer s staff or suppliers. 19

22 Caring for our customers It is always our intention to provide you with a high level of customer service. However, if you are dissatisfied with the service provided by Hastings, the best way to contact us is via at the address below, you may also contact us by phone or letter: customerrelations@hastingsdirect.com Tel: Customer Relations Department, Hastings Direct, Conquest House, Collington Avenue, Bexhill-On-Sea, East Sussex, TN39 3LW. After this action if you are still not satisfied with the way a complaint has been dealt with you may refer your complaint to the Financial Ombudsman Service within six months of receiving our final response letter. The address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. Tel: or (from mobile or non BT lines) complaint.info@financial-ombudsman.org.uk If your insurance is at Lloyd s, then in the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Policyholder and Market Assistance team at Lloyd s. Their address is: Policyholder & Market Assistance, Market Services, Lloyd s, One Lime Street, London EC3M 7HA Tel No: Fax No: complaints@lloyds.com Details of Lloyd s complaints procedures are set out in a leaflet Your Complaint - How We Can Help available at and are also available from the above address. Making a complaint will not affect your right to take legal action. Financial Services Compensation Scheme (FSCS) While we re not covered by the FSCS because we re a broker, all the Insurers whose products we offer are covered by the FSCS. This means that if the Insurer cannot meet its liabilities, for example because it goes out of business, you may be entitled to compensation from the Financial Services Compensation Scheme. For car insurance, cover is for 100% of the claim without any upper limit. You can get more information from the Financial Services Compensation Scheme at or by calling

23 Information about your policy documents Your motor insurance contract is made up of: This policy booklet; Your schedule which has details of you, your insurer, your car and the cover provided; Your current certificate of motor insurance which gives details of who may drive your car and what your car can be used for; and Your statement of insurance which shows all the information you have provided us and on which the cover has been based. Your schedule will show you which sections and endorsements in this policy apply to you. You should keep a record (including copies of letters) of all the information you supply us with, in relation to this insurance. Contract of insurance This policy is a contract solely between you and the insurer (as shown on your current certificate of motor insurance). It is not intended that the Contracts (Rights of Third Parties) Act 1999 should confer any additional rights under this policy in favour of any third party. The information provided by you, to us as stated on your statement of insurance forms part of this contract. If you have paid or agreed to pay the appropriate premium, and arrangement and administration fee the insurer will provide insurance, under the terms set out in this policy, for injury, loss or damage occurring during the period of cover. Under European law, you and we may choose which law will apply to the contract. Unless you and we have agreed otherwise, English law will apply. We will communicate in English throughout the course of this contract. 21

24 Guide to cover Your schedule shows the cover you have selected. Policy features & benefits Policy cover Comprehensive Third party fire & theft Third party only Section 1 Damage to your car Covered Not covered Not covered Section 2 Damage or loss by fire or theft Covered Covered Not covered Section 3 Legal liability to third parties Covered Covered Covered Section 4 Personal accident Covered Not covered Not covered Section 5 Using your car abroad (foreign use) Covered Covered Covered Section 6 Medical expenses Covered Not covered Not covered Section 7 Personal belongings Covered Not covered Not covered Section 8 Glass damage Covered Not covered Not covered Section 10 Child seat cover Covered Covered Not covered Section 11 Overnight accommodation or onward transport following a claim Covered Not covered Not covered 22

25 Meaning of words The following defined words will carry the same meaning wherever they are shown in bold from this point forward. The terms we, us, our, you, and your also have a defined meaning listed here, but are not highlighted in bold throughout the policy. Certificate of Motor Insurance The proof of the motor insurance you need by law. The certificate of motor insurance shows what car is covered, who is allowed to drive the car and what the car can be used for. Endorsement A clause which changes the terms of the policy. Any endorsements which apply will be shown on your schedule. Excess The part of the claim that you must pay. Insurer The insurance company or Lloyd's syndicate insurer whose name is shown on your certificate of motor insurance and schedule. Market Value The cost of replacing your car in the United Kingdom at the time the loss or damage occurred with one of a similar make, model, age and condition. Publications may be used which refer to vehicle values such as Glass's Guide to assess the market value, with an allowance being made for the mileage, condition and circumstances of purchase by you. Nominated Repairer A repairer from your insurer s approved network, whom your insurer will authorise to repair your car following a claim under Section 1 or Section 2 of this policy. Period of Cover The period you are insured for, as shown on your certificate of motor insurance. We/Us/Our Hastings Insurance Services Limited trading as Hastings Direct on behalf of the insurer identified on your certificate of motor insurance. You The policyholder named on your schedule. Your Car The car described on your schedule. 23

26 Section 1 Damage to your car (except that caused by fire or theft) What is covered Loss of or damage to your car (and its accessories while in or on your car or in your private garage). Your insurer will pay up to 300 for loss of or damage to in-car audio, television, DVD, phone, games-console, electronic navigation or radar detection equipment permanently fitted to your car. If the equipment is part of the car's original specification, fitted by the manufacturer/dealer from first registration, cover will be unlimited. What is not covered The excess shown for this section on your schedule. Any young and inexperienced driver excess as explained below. Loss or damage more specifically covered under sections 2 or 8. Loss of use of your car (including the cost of hiring another vehicle). Wear and tear. Failures, breakdowns or breakage of mechanical, electrical, electronic or computer equipment. Damage to your tyres caused by braking, punctures, cuts or bursts. Your car losing market value after or because of repairs. Any other loss of value. Loss of or damage to your car where possession of it is gained by deception by someone who claims to be a buyer or agent. Your car being repossessed by its rightful owner or having to pay compensation to the owner. Loss or damage if your car is being driven by anyone who is not keeping to the terms of their driving licence. Any amount greater than the manufacturer s last list price for replacing any part or accessory lost or damaged. Repairs or replacements which improve the condition of your car. Loss of or damage to your car as a result of a deliberate act by anybody insured by the policy. Your car being confiscated or destroyed by or under order of any government or public or local authority. Loss of or damage to your car caused by a member of your immediate family, or a person living in your home taking your car without your permission, unless you report the person to the Police for taking your car without your permission and assist the Police in a prosecution. Costs of importing parts or accessories or storage costs caused by delays, where the parts or accessories are not available from current stock in the UK. 24

27 Damage to your car if you or any person entitled to drive as specified by your current certificate of motor insurance is convicted of an offence involving drink or drugs, or was driving when under the influence of drink or drugs, when the accident happened. Loss, damage or accidental injury, arising whilst your car is being used in any rallies. Loss or damage to your car caused by an inappropriate type or grade of fuel being used. This policy does not cover any non standard parts (modifications). Manufacturer s optional extras are only covered if they have been declared and your insurer has agreed to arrange cover for them. If you make a claim for loss or damage to your car, your insurer will only pay the cost of replacing parts needed for your car to meet the manufacturer s standard specification. Failure to notify us of a modification may result in your policy being cancelled or treated as if it never existed, or in your claim being rejected or not fully paid. Loss of or damage to your car as a result of malicious damage/vandalism, where the Police refuse to issue a crime reference number, however the issuing of a crime reference number will not guarantee settlement of a claim. Young and inexperienced driver excess You will have to pay the first part of every claim for loss of or damage to your car. For each claim you will have to pay the following: The first 295 when your car is being driven by or is in the charge of any person who is under 21. The first 195 when your car is being driven by or is in the charge of: - any person aged 21 to 24; or - any person aged 25 or over who holds a provisional licence or who has not held a full UK or EU/EEC driving licence for at least one year. In either case the amount shown above will apply on top of any other excess shown on your schedule. You do not have to pay any excess when your car is with a member of the motor trade for servicing or repairs not associated with the cover provided by this policy e.g. normal maintenance. How your claims are settled For loss of or damage to your car your insurer will either: pay for any necessary repairs; replace your car; or pay the market value of your car immediately before the loss (this is not necessarily the value you declared when the insurance was taken out). Recycled parts or non original parts and equipment may be used in repairs or taken into account in the claims settlement. 25

28 If your car is a total loss, your insurer will (if you and any other interested parties agree) replace it with a new car of the same make, model and specification as long as: you have owned your car since it was first registered as new; and within one year of it being registered as new, your car suffers damage where the cost of repair is estimated by your insurer to be more than 60% of the current list price (including taxes) of your car at the time of the damage; and your car s recorded mileage at the time of the loss is not more than 12,000 miles; and your car is not an import and was sourced and supplied as new in the United Kingdom; and the replacement car is available in the United Kingdom within 6 weeks from the time of the loss. If a car of the same make, model and specification is not available, the most your insurer will pay is the market value of your car at the time of loss or damage. If you are still paying for your car under a hire purchase or leasing agreement your insurer, may at their option, and where appropriate, pay a claim for the total loss of your car to the hire purchase or leasing company. If your car is a total loss, your insurer may put it in free and safe storage until your claim is settled. Your insurer will also be entitled to take possession of your car once they have settled your claim. If you are paying by instalments and your insurer settles a total loss claim under this section all outstanding premium may be deducted from the claims settlement. Except with the insurer s written consent, no admission, offer, promise, payment or indemnity shall be made by you or any person (or on behalf of any person) claiming indemnity under the policy. Your insurer shall be entitled to conduct the defence or settlement of any claim and to instruct the solicitors of their choice to act for you in any proceedings. In circumstances where it is considered appropriate your insurer will be entitled to admit liability, for the costs covered under this policy, on behalf of you or any person claiming indemnity under the policy. Such admissions may be made prior to or after the commencement of proceedings in relation to any event likely to give rise to a claim under the policy. 26

29 Your insurer will also pay the reasonable cost of protection and taking your car to the nearest suitable insurer nominated repairer or a place of storage after such damage and where appropriate returning it after repair to your address as shown in the schedule. Costs you may be liable for If your claim is accepted by your insurer, and any changes to your policy since it started are identified, you may be liable for any additional premium and associated fees. If your claim is settled on a total loss basis and you do not replace your car under this policy, you will be liable for your full annual premium, for which we/your insurer reserve the right to deduct from your claims settlement. If your claim is not accepted by your insurer, you may be liable to repay costs already incurred by your insurer. These may include, but are not limited to engineers fees, vehicle recovery charges, and vehicle storage charges. 27

30 Section 2 Damage or loss by fire or theft What is covered Loss of or damage to your car (and its accessories while in or on your car or in your private garage) by: theft; attempted theft; or fire and lightning. Your insurer will pay up to 300 for loss of or damage to in-car audio, television, DVD, phone, games-console, electronic navigation or radar detection equipment permanently fitted to your car. If the equipment is part of the car's original specification, fitted by the manufacturer/dealer from first registration, cover will be unlimited. What is not covered The excess shown for this section on your schedule. Loss of use of your car (including the cost of hiring another vehicle). Wear and tear. Failures, breakdowns or breakage of mechanical, electrical, electronic or computer equipment. Damage to your tyres caused by braking, punctures, cuts or bursts. Your car losing market value after or because of repairs. Any other loss of value. Loss of or damage to your car where possession of it is gained by deception by someone who claims to be a buyer or agent. Your car being repossessed by its rightful owner or having to pay compensation to the owner. Any amount greater than the manufacturer s last list price for replacing any accessory or part lost or damaged. Loss of or damage to your car while (a) the ignition keys have been left in or on your car or; (b) your car has been left unattended with the engine running. Repairs or replacements which improve the condition of your car. Loss of or damage to your car as a result of a deliberate act by anybody insured by the policy. Your car being confiscated or destroyed by or under order of any government or public or local authority. Loss of or damage to your car caused by a member of your immediate family, or a person living in your home taking your car without your permission, unless you report the person to the Police for taking your car without your permission and assist the Police in a prosecution. Costs of importing parts or accessories or storage costs caused by delays, where the parts or accessories are not available from current stock in the UK. 28